User Support Analyst - EHRA

Agency Department of Information Technology Division Chief  Deputy SCIOJob Classification Title User Support Analyst (S)
Position NumberGradeDT
06

About UsThe N.C. Department of Information Technology (NCDIT) serves as the Technology Center for the State of NC. Services that NCDIT provides reach a client base of state and local government agencies, as well as schools, colleges and universities. NCDIT’s mission is to enable trusted business-driven solutions that meet the needs of North Carolinians. NCDIT provides technology services to state agencies and is charged with closing the digital divide by expanding availability of broadband services and promoting the adoption of affordable, high-speed internet.

Description of Work This is an anticipated vacancy.

Salary Range: $65,607 - $98,412

The position is designated Statutory Exempt (EHRA) and is exempt from the State Human Resources Act.

This position may be eligible for hybrid remote work in accordance with state policy and the agency’s remote work program but does require weekly onsite work. Any telework will be under the conditions of the state Teleworking Program Policy and the employer may end any teleworking arrangement at any time in the employer's sole discretion.

Are you ready to take the next step in your career?

We currently have an opening for a User Support Analyst.

Key Responsibilities:

The User Support Analyst is part of the technology team which provides technical support for information systems for DEQ business units. This support includes, but not limited to, successful resolution of DOTS issue tickets for DEQ employees and the configuration of new machines for Divisions. This position must provide a broad understanding that conforms to DEQ IT and Statewide technical and professional standards.
• Ensure that all desktops are kept up to date with all encrypt ions, antivirus and firmware upgrades necessary
• Set up and install new computers as necessary to keep the customer functioning within their division’s guidelines
• Utilize DEQ’s ITSM to monitor queue, document work, and communicate to other technical resources
• Assist with day-to-day IT operations including administrative procedures, asset management and inventory controls.
• Communicate with other technical resources;
Tier II/III, peers, and vendor support
• Monitor all requests to ensure completion in a timely manner, and ensure all resolutions maintain a secure system and network environment
• Participate in technical team projects including the creation of project plans, resolution of technical issues and communication with effected Divisions/employees

About the Division:

The Department of Information Technology supports the constituent programs and divisions of the N.C. Department of Environmental Quality (DEQ) with tools and technologies necessary to effectively advance DEQ’s mission of conserving and protecting North Carolina’s natural resources.

Knowledge

Skills and Abilities

/Management Preferences The following Management Preferences are not required, but applicants that possess these skills are preferred:

Experienced with computer hardware, mobile devices, software, peripherals, and core networking protocols.

Skilled in independently analyzing systems and resolving complex technical issues.

Serves as a technical resource for analysts and technicians, especially on complex problems and IT procurement.

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